Technical Support Specialists Phone and Web Ticketing

The Technical Support Specialist will be responsible in providing technical support to Mitel
authorized partners, suppliers, direct customers, and in some cases internal departments.
This service is primarily handled by emails, on line ticketing tools and telephone requests.
Responsibilities:

Provides support for general installation issues, programming, troubleshooting and

application questions

Documents all pertinent end user identification information, contact information, and
nature of problem or issue

Prioritizes and schedulestickets. Escalate tickets (when required) to theappropriately

experienced technician

Maintains the technical services lab and tools

Records, tracks, and documents the help desk request problem-solving

process,including all successful and unsuccessful decisions made, and actions
taken,through to the final resolution.
Qualification/Education:

Associate of Applied Science Degree in Electronics (or equivalent experience)

Minimum 5 years technical experience in the telecommunications or computer industry

with two years IP PBX Vendor experience

Strong working knowledge of microprocessor, digital, and analog technologies.

Working knowledge of telephone practices and technology, PC Skills, Local Area

Networking, Wide Area Networking including routing, SQL and dbase searching tools

Analytical and detail oriented

Ability to manipulate Microsoft Excel and/or similar tools

Required Certifications:

SIP, A+, Net+, Networking

Hours of Work:

This job requires support to customers outside standard working hours in India. Shifts
will begin at 6:00 pm IST and end 3:30 am IST. Employees who work this shift will be
entitled to a shift premium.
Rotational Shifts - will be given transport, food, shift allowance.